DIRECTOR OF OPERATIONS -- CALL CENTER DIRECTOR OF CALL CENTER OPERATIONS (Fast track to Vice President) GENEROUS EXECUTIVE WAGES AND BENEFITS! THE COMPANY In the last 50 years, our client has grown to become one of the nation's leading hard goods retailers with annual sales of $11+billion.

As a Fortune 200 company with a focus on bringing the best products and solutions to their customer, they have grown to include roughly 40,000 Associates servicing more than 600 freestanding stores nationwide and 900 stores internationally.

The company markets a broad assortment of products.

In addition to retail stores, the company also operates a Direct Division that sells products via the company web-site and call centers.

SUMMARY: Responsible for the sourcing, contracting of third party relationships for the delivery of outsourced call center services.

Includes responsibility for the overall call center outsourced network strategy and performance (economics, compliance and quality) management of call center suppliers as well as site selection for future call center locations.

MUST HAVE RELEVANT IN-HOUSE EXPERIENCE WITH A LARGE, REPUTABLE INDUSTRY LEADER! Seeking Candidates from organizations such as Kohl s, Target, JC Penney, K-Mart, Wal-Mart, Sears, Federated or other reputable leaders.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Develop a strategic third party management program to include Risk Management philosophy and third party selection, contracting and monitoring discipline.

Adept at championing change through building relationships with peers, business leaders, and vendors Drive revenue through effective management strategies Position the business for growth in new revenue generating capacities in outsourced call centers such as OBTM, IB sales, Fee for Service Technical Support, etc. Request and analyze business information and competitive information to formulate strategies for outsourced call center programs, technology valuation, pricing calculation and deal structuring to ensure profitable outcomes Use information and analysis to prepare and conduct negotiations for call center service agreements worldwide Negotiate contractual terms, conditions, and pricing Develop and maintain contracts and contract relationships for call center services support programs, proposal review, risk assessment/management, monitoring of payer compliance, and conflict resolution Apprise the VP of the development and maintenance of the budget and operating plan for strategic business partnerships Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review.

Supports company policies and procedures including EEO goals.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to work effectively with senior management Strong business sense to establish structure and vision for measuring success of call center environment ?multi site and on site Successful track record leading / driving change EDUCATION/EXPERIENCE Bachelor s degree (B.

A) from a four-year college or university; seven to ten years related experience in call center environment Strong management experience COMPUTER SKILLS To perform this job successfully, an individual should have knowledge of Access Database software; Excel Spreadsheet software and Word Processing software.

Experience with a variety of call center technologies; ACD, IVR, Predictive Dialer, CRM, WFM, QA

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